Safety & Security Operations Call Centre Manager (Safety & Security)
Dubai, United Arab Emirates
DESCRIPTION Do you want to help build a world-class institution from the region, experience the thrill of being part of a high-growth technology company, and improve people's lives?
There is only one way to build an awesome institution: to attract exceptionally talented people who are aligned with the mission of the organisation and make them partners in success. At Careem, our mission is to simplify the lives of people, initially through solutions that make transportation in the region reliable, and over time, through disruptions in payments and logistics. In the process, we want to build an organisation that inspires and become a world-class institution from the region.
We have had a phenomenal start. Founded in 2012 by former entrepreneurs and McKinsey alums, Careem is an innovative transportation service operational in 80 cities from Morocco to Pakistan. With 20% monthly growth, we are one of the fastest growing companies in the region and one of the few to be valued at over $1Bn. Our recipe for success has been a team that thrives on challenges, is passionate about solving problems, is not afraid to work super hard, and is a true partner in the company through generous stock option grants. We have attracted strong regional and international investors and are positioned on the cusp of significant scale.
ABOUT THE ROLE The purpose of the Safety & Security Operations Call Centre Manager is to set-up, build and lead a Safety & Security Operations Call Centre (SSOCC) team that responds to, investigates and actions all safety & security-related issues from our customers, captains and colleagues.
This role will report to the Director of Safety & Security and work very closely with the Project Manager and Care (call centre operations) stakeholders. Key responsibilities include:
- Develop the strategy to build a world class SSOCC team
- Design and implement response & escalation protocols and integrate these into our customer service platform
- Identify, onboard and lead a team crazy good SSOCC operators
- Build and maintain a high-quality onboarding processes including initial and ongoing training programs
- Maintain excellent relationships with Care/call center stakeholders to ensure cross-pollination of processes, metrics and protocols
- Design and embed a robust metrics and KPI's for the team and team members
- Recommend innovative solutions to safety and security challenges
REQUIREMENTS The ideal candidate will have a passionate commitment to improving the lives of people, an insane focus on excellence and customer service, and a strong alignment with our core values: being bold, focused, agile and collaborative. Additional qualifications and experience sought include:
- At least 5 years building and managing a GSOC/trust & safety/call centre team
- Hands-on experience in incident management principles and processes is a requirement; experience in travel security programs, office security systems (CCTV and alarm monitoring) would be an advantage
- Experience within a safety & security environment, such as law enforcement or military, is preferred
- Operational experience in monitoring security information sources for issues and potential issues for management or escalation
- Project management qualifications and/or experience would be a distinct advantage
- Demonstrated leadership skills and ability to motivate a team in a fast changing environment
- Written and oral fluency in English is mandatory; competency in Arabic, Urdu, French or Turkish would be an advantage
- Educated to undergraduate level or equivalent
SKILLS Careem is a super fast-paced multi-cultural environment and the ideal candidate should have demonstrable skills and the personality to drive rapid impact. Other desired skills include:
- Problem solving
- Proven organizational & project management experience
- Working to tight deadlines
- Strong communication & presentation skills to engage and influence stakeholders and leadership
- Willingness to respond to out-of-hours issues, if required
- Proficiency in Microsoft Office (Powerpoint, Excel and Word) and customer service platforms is necessary. Experience in Zendesk is an advantage
BENEFITS We offer an attractive total compensation package, with emphasis on equity compensation, excellent health benefits and monthly Careem credits. You will have a unique opportunity to join a fast-growing company on the ground floor and shape its direction.
